Company taking ages to sort my faulty item

silk_2

Hi all,

I bought a computer case / PSU bundle a while back and was having having weird problems with it. I looked into this eventually and discovered a known manufacturer fault with some of the batches i.e. the backplates don't align correctly so your cards end up being seated wrongly resulting in instability issues.

I'd had the case less than 6 months when I returned it.

The company I've returned it to has now taken over 28 days to give me either a replacement or a refund. When I try to chase it up I'm just told they will chase up the manufacturer and they then don't get back to me. Generally it's going in circles.

I'm getting a bit annoyed at how long this has taken and just wondered if I have the right to demand a full refund/replacement, as it was technically faulty when it was first delivered, it just took me a while to realise.

zaax

I'm having the same type of problem, with a faulty item. I'm going to be doing a section 75 charge back soon.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

arcon5

For faulty goods of 6 months you don't automatically have a right to a refund, but a right to a rememdy - being repair, replacement or refund (effectively their choice).

However, under SOGA they must offer a remedy within 'reasonable' time, after this you can reject the goods for a refund (it will be a partial refund though as they have the right to deduct an amount that represents the use you have had so far). I would consider anything above 28 days unreasonable, although this is subjective.

bris

They are now at the reasonable limit for inconvenience, although a time limit is not set in stone, it's what a reasonable person would say was long enough, a judge being that person.

If you really want to push it now, your only option is to send them a notice before action, give them 7 or 14 days to repair or refund and if not start a small claims action against them, often the threat is enough for them to get their finger out.